Call Center RFP Template

Selecting the Right Outsource Call Center Partner for your Business

THE PREMIER RESOURCE FOR CLOUD, BPO, AND CALL CENTER OUTSOURCING
Selecting an outsource call center partner is difficult and time consuming. Because you are
selecting a partner that is an extension of your business, your choice must be compatible,
experienced, reliable, and cost effective.

Key areas you need to consider when evaluating an outsource

call center partner:
Review the outsource call center experience in your industry or a related industry.
Specialization Learn the focus of their services, including types of calls (inbound/outbound,
location, onshore or offshore markets served) and their language capabilities.

Understand if the outsource call center has the technology that meets your multi-
channel campaign parameters. Determine if they have such redundant systems
Technology and technologies such as interactive voice response (IVR), email support, live chat
support, social media services, or cloud-based software solutions.

Depending on your industry, be sure to check the outsource call center certifications,
Compliance & including whether they are compliant with the Payment Card Industry Data Security
Certifications Standard (PCI), HIPAA Certified, or ISO900.

A matching culture is essential when starting this important partnership. Ask how
Years in Business & long the call center has been in business and determine if it is financialy stable. Talk
Company Culture with them, get a copy of their audited financials, and interview their references to find
out if their culture fits with your culture.

When youre seeking an outsource call center to manage the excess call volume you
Capacity cannot manage in-house it is critical that the partner you choose has the flexibility and
capacity to meet your requirements regardless of call volume or time of year.

Evaluate the outsource call center practices used to maximize performance. Analyze
Performance & their training, management, quality monitoring, remote call monitoring, incentives,
Quality Matrix and motivational pracices to ensure they can perform as promised.

Making the Choice

As you can see, selecting the right outsource call center partner for yor organization can be a daunting and
dificult task. Making the right choice is a critical business decision.
Outsource Consultants has created a Call Center Request for Proposal (RFP) Template to help guide you through
the critical questions to ask as you solicit bids from potential call center vendors. This invaluable tool will help
thoroughly explain your needs and expectations and also provide tips to help narrow down the key areas to
consider when selecting the best vendor for your company. Companies big and small looking to outsource to a
call center can benefit greatly from this Call Center RFP Template.
RFP Submission Schedule & Timeline
The following table is an overview of the selection activities and timeline.
ACTIVITY TIMEFRAME
RFP Release Date Day #
Non-Disclosure Form must be signed, executed, and received by Date and sent to
Day #
RFP PERSON@MY COMPANY no later than XX PM.
Intent to Bid Email must be received by Date and sent to RFP PERSON@MY COMPANY no
Day #
later than XX PM.
Any follow up questions must be submitted by email to RFP PERSON@MY COMPANY no
later than XX PM. All vendor questions and responses will be shared with all responding Day #
vendors via email.
One (1) electronic copy of the RFP Response must be submitted to ABC COMPANY via email
Day #
by close of business (XX PM) to RFP PERSON@MY COMPANY.
Finalist Review, Reference Checks, and Conference Calls Day #
Site Visits Day #
Selection Appoinment Day #
Contract Finalization Day #
Implementation Process Day #
Go Live Soft Launch Date Day #
Full Launch Day #

Client reserves the right to accept or reject any or all proposals, waive any non-
material irregularities and technicalities and may, at its sole discretion, request a clarification
or other information to evaluate any or all proposals. Client reserves the right, before
awarding the contract, to require Applicant(s) to submit evidence of qualifications or any
other information Client may deem necessary. Selection of vendor by Client does not
constitute a contractual agreement.

As you can see, selecting the right

outsource call center partner for yor
organization can be a daunting and
dificult task. Making the right choice
is a critical business decision.
1. About Company
(Provide company background information here)

2. Statement of Purpose

3. Call Center Outsourcing Program Overview

4. Training

5. Monthly Call Volume Estimates

6. Personnel Requirements

7. Key Call Center Vendor Requirements and Capabilities

Vendor Completes
COMPANY SERVICES PROVIDED CONTACT PHONE EMAIL
 ITEM COST (USD)
Set up $XXX
Training $XXX
Attrition Training (if any) $XXX
Custom Programming/Custom Reporting $XXX
Dedicated agents (Hourly pricing) $XXX
Requested Service 1 $XX.XX/hour
Requested Service 2 $XX.XX/hour
Shared agents (Minute pricing)
Requested Service 1 $XX.XX/hour
Requested Service 2 $XX.XX/hour

Please provide any additional charges which may be incurred during our relationship.

Client will evaluate the proposals and select the best option for the company. The group will review the
proposals received in accordance with the evaluation criteria. They may also ask additional questions to clarify
the proposal submitted and request site visits for the finalist in the proposal process.

After the group has selected a call center partner, contract negotiations will begin. If contract agreement
cannot be reached with the selected call center, Client shall negotiate with their next selection until agreement
is reached. At any time during the negotiations, Client may choose to modify the choice of a selected call center
if the group determines that such a change is in the best interest of Client. Client reserves the right to reject any
or all proposals submitted. Client further reserves the right to inspect the facilities, organization, and financial
condition or take any other action necessary to determine the ability to perform in accordance with specifications,
terms and conditions.

THE PREMIER RESOURCE FOR CLOUD, BPO, AND CALL CENTER OUTSOURCING
We are call center experts with over 20 years of outsourcing industry
experience. We have spent thousands of hours vetting and analyzing
the strengths and specializations of the industry leading call centers
in the United States and around the world. Let us help you find the
outsource call center that best fits your requirements at NO charge!

888.766.4482 ckotlarz@outsource-consultants.com www.outsource-consultants.com